Customer Experience Junior Manager
Job Description
THE OPPORTUNITY
We are seeking a driven and detail-oriented candidate to join IL MAKIAGE’s Customer Experience team. As a member of the team, you will both develop a deep understanding of our customer base and strategize to give them the best experience possible, as well as partner cross-functionally to advise and support stakeholders across the brand (e.g., Revenue, Marketing, Product, International, Ops). You will have the unique opportunity to propel IL MAKIAGE’s most important pillars of growth and profitability to the next level by identifying, conceptualizing, and executing improvements to our customer support, while focusing on taking our support to the next level with new channels, automation. Through developing a deep knowledge of IL MAKIAGE’s processes as well as customer’s feedback, you will be exposed to several high-impact initiatives within IL MAKIAGE and have ample runway to grow and mold your responsibilities based on personal interest. You will work directly with IL MAKIAGE senior leadership to strategize and implement process changes to ensure ultimate team efficiency, customer satisfaction and loyalty.
WHAT YOU’LL DO
* Constantly review everything from customer emails and feedback, current automated processes, templates, trainings, and more, to help recognize areas for improvement
* Communicate directly with customers while leveraging a wide range of tools to find valuable customer information to help identify and solve problems
* Clearly and efficiently communicate findings, ideas and strategies concisely to senior-level stakeholders with a focus on how it will impact the customer’s experience and the brand as a whole
* Proactively monitoring live dashboards and reporting, as well as incoming emails – identifying and flagging potential issues and urgently implementing fixes
* Identify opportunities for overall CX improvement within other areas and develop suggestions for tests based on feedback, competitive benchmarking, and other research
WHO YOU ARE
* Hands-on, proactive hard worker with a high level of ownership and accountability
* Detail-oriented and precise without sacrificing efficiency
* Quick and resourceful self-learner
* A relentless focus on finding areas to improve and automate
* Comfortable reading through tons of feedback and being able communicate key takeaways
* Very strong written and spoken English-language skills
* Have an ability to field difficult questions, ask for help when needed, and admit what you do not know
* Proficiency with e-commerce software and customer service software – at minimum, must be able to quickly learn new tools
* Experience working with or an interest in chatbot, email automation, or AI a plus
ADDITIONAL DETAILS
* This position is hiring for an immediate start
* This position is in-office in New York, NY (remote on Wednesdays)
* Competitive benefits (unlimited PTO, weekly family-style lunch, 401(k) match, employer-sponsored healthcare, paid disability leave, and commuter benefits)
* This position will consider and sponsor candidates on a visa (OPT, STEM OPT, H1B)
* Hiring from 1 to 3 years’ experience; if experienced, experience in a similar role (e.g., customer experience, community management, retention, customer service) preferred
ABOUT IL MAKIAGE & ODDITY
IL MAKIAGE is a New York-based, tech-driven, prestige beauty brand that is shifting millions of customers to shop for beauty online. With the vision of disrupting the global beauty industry, we are using advanced technology to connect people with superior, obsessively tested beauty products.
IL MAKIAGE is part of the ODDITY portfolio of brands. ODDITY (NASDAQ: ODD) is a consumer tech company that builds and scales digital-first brands to disrupt the offline-dominated beauty and wellness industries. ODDITY was named one of the 100 Most Influential Companies by Time Magazine in 2023.
